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Health Club Management

Health Club Management

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UNITING THE WORLD OF FITNESS
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Health Club Management

Health Club Management

features

Gladstone

Gladstone’s online software solutions have freed up staff time at Calderdale’s leisure centres, with 20 per cent of monthly membership sales and 32 per cent of class bookings now going through online

Published in Health Club Management 2014 issue 4

“We first introduced Gladstone’s member management system at one of our leisure sites in the early 1990s, before rolling it out to all of our centres eight years ago. We now use a range of Gladstone products across our five membership-based leisure centres, including Plus2 member management, the Gladstone Management Console (GMC), the Tableau reporting tool and, most recently, the Connect online booking and [email protected] online joining systems. We’ve also recently installed Kiosks for self-service bookings and payments at two of our busiest sites: Brighouse Pool and Fitness Centre and Sowerby Bridge Pool and Fitness Centre.

Since the opening of our two newest sites three years ago, our membership population has doubled – but unfortunately, due to the current financial climate, our staff numbers have not. As a result our centres have been overwhelmed by demand at reception, both in person and by phone and email, leaving some customers unsatisfied with the response they have got.

Luckily, Gladstone’s online software solutions Connect and [email protected] have provided us with a great, cost-effective way of dealing with this challenge. Since introducing them at all five of our leisure centres in February and May 2013 respectively, we haven’t looked back.

Both systems take care of run-of-the-mill transactions that would otherwise tie up valuable reception time, enabling our staff to concentrate on more complex enquiries and customer care. It’s also much better for our customers, as every transaction that goes through online is one less phone call or reception visit they have to make. It can all be done from the comfort of their own home, or on the bus or train during the work commute, and at any time of day – there’s no more standing in line or listening to the phone ring.

From an administration point of view, both systems are straightforward: price fixes, promotions and dealing with unpaid transactions are more or less self-running once set up. For [email protected], being an early adopter of the system has been a great advantage, as it’s enabled us to have a say in what is and isn’t useful, rather than having to just accept the finished product. Because of this, changes have been made which have made managing the online membership process even simpler.

Overall, the set-up process for both systems has been painless, the problems minimal and Gladstone has been great in guiding us through the maze of banking regulations, testing and permissions. Where there have been glitches, they’ve been quick to help us, both during the process and after our go-live dates.

The results speak for themselves. From 11 February to 30 November 2013 we saw 45,284 completed bookings via Connect and a further 27,554 amendments to bookings. Meanwhile, from 20 May to 30 November we sold 371 memberships via [email protected] In percentage terms, about 20 per cent of our monthly membership sales go through online, and about 32 per cent of all class bookings. Both percentages are expected to grow over the coming months as word gets out and confidence in our online systems grows.

To help with this, we’ve recently installed a computer in the reception area of our Sowerby Bridge centre, so members can also use the systems on-site. Once all the kinks have been ironed out there, we’ll look at getting them set up at our other leisure centres, too.”

Frances Durkan, data and information officer, Calderdale Council

T: +44 (0)1491 201010
E: [email protected]nemrm.com
W: www.gladstonemrm.com

If you would like to get each issue of HCM magazine sent direct to you for FREE, plus the weekly HCM ezine, sign up now!
New Gladstone software was introduced to all five of the local authority’s leisure centres between February and May 2013
New Gladstone software was introduced to all five of the local authority’s leisure centres between February and May 2013
The Sowerby Bridge Centre has a computer in reception for customers to use for bookings
The Sowerby Bridge Centre has a computer in reception for customers to use for bookings
http://www.leisureopportunities.com/images/HCM2014_4gladstone.gif
Getting active online
People
Our COVID-19 measures make our clubs significantly safer than any other public space
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Jo Smallwood

general manager, Oldham Leisure Centre
We saw the opportunity to initiate new partnerships with the Oldham Foodbank to help local residents during the COVID-19 crisis. We can’t serve our community in the way we would usually do, so we’ve moved resources to help where people need us most
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Ben Lucas

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We advise our Flow Athletes to complete classes at a ratio of one yoga class to one strength class to one cardio class. This combination has very positive effects
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features

Gladstone

Gladstone’s online software solutions have freed up staff time at Calderdale’s leisure centres, with 20 per cent of monthly membership sales and 32 per cent of class bookings now going through online

Published in Health Club Management 2014 issue 4

“We first introduced Gladstone’s member management system at one of our leisure sites in the early 1990s, before rolling it out to all of our centres eight years ago. We now use a range of Gladstone products across our five membership-based leisure centres, including Plus2 member management, the Gladstone Management Console (GMC), the Tableau reporting tool and, most recently, the Connect online booking and [email protected] online joining systems. We’ve also recently installed Kiosks for self-service bookings and payments at two of our busiest sites: Brighouse Pool and Fitness Centre and Sowerby Bridge Pool and Fitness Centre.

Since the opening of our two newest sites three years ago, our membership population has doubled – but unfortunately, due to the current financial climate, our staff numbers have not. As a result our centres have been overwhelmed by demand at reception, both in person and by phone and email, leaving some customers unsatisfied with the response they have got.

Luckily, Gladstone’s online software solutions Connect and [email protected] have provided us with a great, cost-effective way of dealing with this challenge. Since introducing them at all five of our leisure centres in February and May 2013 respectively, we haven’t looked back.

Both systems take care of run-of-the-mill transactions that would otherwise tie up valuable reception time, enabling our staff to concentrate on more complex enquiries and customer care. It’s also much better for our customers, as every transaction that goes through online is one less phone call or reception visit they have to make. It can all be done from the comfort of their own home, or on the bus or train during the work commute, and at any time of day – there’s no more standing in line or listening to the phone ring.

From an administration point of view, both systems are straightforward: price fixes, promotions and dealing with unpaid transactions are more or less self-running once set up. For [email protected], being an early adopter of the system has been a great advantage, as it’s enabled us to have a say in what is and isn’t useful, rather than having to just accept the finished product. Because of this, changes have been made which have made managing the online membership process even simpler.

Overall, the set-up process for both systems has been painless, the problems minimal and Gladstone has been great in guiding us through the maze of banking regulations, testing and permissions. Where there have been glitches, they’ve been quick to help us, both during the process and after our go-live dates.

The results speak for themselves. From 11 February to 30 November 2013 we saw 45,284 completed bookings via Connect and a further 27,554 amendments to bookings. Meanwhile, from 20 May to 30 November we sold 371 memberships via [email protected] In percentage terms, about 20 per cent of our monthly membership sales go through online, and about 32 per cent of all class bookings. Both percentages are expected to grow over the coming months as word gets out and confidence in our online systems grows.

To help with this, we’ve recently installed a computer in the reception area of our Sowerby Bridge centre, so members can also use the systems on-site. Once all the kinks have been ironed out there, we’ll look at getting them set up at our other leisure centres, too.”

Frances Durkan, data and information officer, Calderdale Council

T: +44 (0)1491 201010
E: [email protected]
W: www.gladstonemrm.com

If you would like to get each issue of HCM magazine sent direct to you for FREE, plus the weekly HCM ezine, sign up now!
New Gladstone software was introduced to all five of the local authority’s leisure centres between February and May 2013
New Gladstone software was introduced to all five of the local authority’s leisure centres between February and May 2013
The Sowerby Bridge Centre has a computer in reception for customers to use for bookings
The Sowerby Bridge Centre has a computer in reception for customers to use for bookings
http://www.leisureopportunities.com/images/HCM2014_4gladstone.gif
Getting active online
Latest News
The hospitality and attractions sectors will benefit from a temporary cut to VAT as part ...
Latest News
The UK's fitness industry can finally get back to business on Saturday 25 July, following ...
Latest News
HCM understands a decision on reopening dates for gyms and also for spas will be ...
Latest News
Interest in gym reopening in England is reaching fever pitch, with an announcement expected any ...
Latest News
Exercising increases levels of a protein hormone secreted by the bones which has a powerful ...
Latest News
A free-to-access training platform has launched to help the sport and fitness workforce confidently return ...
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Glasgow Life, which runs leisure and culture facilities on behalf of Glasgow City Council, has ...
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Featured supplier: Let's get restarted: Physical Company offers advice on keeping gym members safe
As countries around the world gear up to relax their lockdown rules, there remains a question mark over gyms and studios, which in many markets will be one of the last sectors to be given the green light.
Featured supplier news
Featured supplier: Fisikal chosen as tech partner for ‘JP4’; new health app from fitness expert, Jessie Pavelka
Fitness expert and television host, Jessie Pavelka has collaborated with Fisikal, experts in digital management solutions, to create the new JP4 app, a premium 12-week personal health and fitness transformation programme that takes the user on a journey of change through four key elements of health.
Video Gallery
Challenging the unmotivating status quo of exercise
British Military Fitness
For 19 years one company has been forging a different path in the health and fitness industry. Focusing on changing lives in the purest environment available: the outdoors. Read more
More videos:
Company profiles
Company profile: Fisikal Limited
Fisikal helps fitness professionals, operators and education organisations improve efficiencies and service through its online ...
Company profiles
Company profile: Crown Sports Lockers
Crown Sports Lockers has designed, crafted and fitted bespoke timber furniture for spas, hotels and ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Direct debit solutions
Harlands Group: Direct debit solutions
Design consultants
Zynk Design Consultants: Design consultants
Spa software
SpaBooker: Spa software
Fitness equipment
Healthcheck Services Ltd: Fitness equipment
Independent service & maintenance
Servicesport UK Limited: Independent service & maintenance
Skincare
Comfort Zone - Davines S.p.A: Skincare
Locking solutions
Monster Padlocks: Locking solutions
Trade associations
International SPA Association - iSPA: Trade associations
Fitness Software
FunXtion International BV: Fitness Software
Exercise equipment
EXF Fitness Equipment: Exercise equipment
Property & Tenders
Greywell, Hampshire
Barnsgrove Health and Wellness Club
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Derby City Council
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Diary dates
21-24 Sep 2020
Loews Coronado Bay Resort, Coronado, United States
Diary dates
22-23 Sep 2020
Heythrop Park, United Kingdom
Diary dates
17-23 Oct 2020
Pinggu, Beijing, China
Diary dates
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Diary dates
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Diary dates
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Diary dates
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Diary dates
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Diary dates
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Expo Centre & Riviera di Rimini, Italy
Diary dates
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ExCeL London, London, United Kingdom
Diary dates
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